Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Liberty Furniture ******* **** Bunching Lateral File Hutch In Wirebrushed White from 1stop bedrooms on 12/04/24. There website said the item was in stock and would deliver by 12/16/24. I called a few times and was told it was delayed due to the holidays and would deliver by 12/27/24. Finally, on 12/26/24 I received a notification that my item arrived at the delivery terminal and I was provided a link to schedule delivery. Soonest date was 1/02/25 which I selected. When the delivery didn't arrive I checked the status and they moved the date to 1/09/25 with no notification. I was extremely frustrated because I took the day off work to be there for the delivery. I called and was kept on hold for 45 minutes to be told that it was my own fault for not checking with them and there was nothing they could do about it. The delivery was rescheduled due to low volume delivering in that area. The item finally arrived on the 9th. After I opened the box I found several damaged areas on the furniture. In addition the color was incorrect and the item was warped and did not fit properly on the lateral file cabinet. I called to ***ort the damage. They sent me an email requesting I upload pictures and describe the damage. I responded within 24 hrs with 7 clear pictures outlining the damaged along with an explanation of the issue. After several days went by with no response I called them. The ** *** told me she could not see any damage with the pictures I sent. She said I had to send new pictures along with a video or they could not do anything for me. I sent another email response with 7 additional pictures and an explanation. It has been 7 weeks since I ordered an item that was supposed to be in stock and two weeks since I finally got delivery and I am still fighting with them to get a ***lacement or a refund.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an 3 seat recliner Sofa from the store during the 1st week of July 2023. I also purchased a 5 year additional protection plan as a coverage for any damages or issues that I may encounter in the future. The order got delivered by the end-of-July as expected. Recently within the last week or so, I figured out that the seam started to separate at two different places in the recliner and rightfully, I raised a warranty claim with the store by contacting them over phone. The CS person who spoke wanted me to send an email with the pictures of the damaged area to assess the damage. I adhered to their request and sent them the required images through the email. I got a response in a day to the ticket that the warranty cannot be honored because the damage look like a normal wear and tear, which I do not agree because the furniture is just < 18 months old and It is a bad quality seam threading which seems to have popped out which definitely is manufacture's problem. Also we had guests at home and there were kids < 5 years who could have accidently damaged (I'm guessing so...) which I informed the store via email and they responded that "Wilful" misuse/ at will damages are not covered under the warranty. I am now like *** (Pl pardon my language). it is definitely an accidental damage which is covered under warranty and per 1STOP, if it is a normal wear and tear, then I question the quality of products they sell and not honoring the warranty claim in spite of a poor quality product that they sold. my email conversation with their CS is not helping either in resolving the issue. I am requesting for either a full refund of my money(both the product and the additional warranty) or I would want the furniture to be repaired under warranty or replace it with the same product.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by 1 Stop Shop Furniture regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered over 3000 dollars worth of furniture. The company continues to tell me that my items will ship out. It has now been over a month and they keep moving back the date. I just want my money back in full however if I cancel my order they keep 1200. This is a ridiculous joke of a business.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding 1 Stop Shop Furniture has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response.  Based on the Retailer's previous comments I was not aware that I was supposed to still donate the sofa - which I am happy to do as long as I can find a charitable organization that will pick up the sofa - ****************** was not doing in-home pickups in my area last I checked but I am willing to search for other charitable organizations to donate the sofa to.

  I would like some clarification to ****** Furniture's response.  

  1) Your response mentioned my receiving a credit.  Will I receive a credit or a refund? My request was for a refund (meaning I get my money back - not a store credit). I cannot deal with *************** again - that experience was just too awful. 

  2) Will I receive a full refund in the amount of $4,410.47?

  If ****** Furniture is willing to provide me with a full refund in the amount of $4,410.47, I am definitely willing to donate the sofa and provide *************** with a receipt.

  Please confirm. 
  
  Regards,
  
  ***********************
  
  

  
  

  Business Response

  Date: 06/08/2023

  We are waiting on the customer to donate the sofa to a nonprofit organization.

  Once the customer has the donation receipt stating that a ****** sofa was donated, she should provide it to OneStop for credit to be issued.

  Business Response

  Date: 06/14/2023

  Once the sofa is donated to a nonprofit and the donation receipt is received, ****** will issue a refund to 1Stop, and 1Stop will refund the customer. We cannot verify the refund amount to the customer, as payment was not made to ****** originally.

  Any further questions will need to be directed to 1Stop.

  Customer Answer

  Date: 06/14/2023

  I am writing About a defective ****** Furniture sofa I received on March 29th and filed a claim with the Retailer within 24 hours on March 30th. This issue still have not been resolve, even though ****** Furniture wrote a reply to my review dated March 27th that the Retailer would work with me to get a resolution. Also ****** Furniture wrote a comment about the one replacement seat cover I received (no photos being attached). I would like to address both of those comments here. This is the final email to me from the retailer:"** ***** ***** *** ******* ** ***** * ******* **** **** ***** ** ******* ****** **** ** ***** **** *** **** ****** **** **** **** **** ********* ************* ******** ******* ****"The comment from the Retailer tells me that the Retailer is NOT trying to resolve this issue and continues to give me the "runaround". Based on this comment from the Retailer, the Retailer is obviously retaliating against me. The Retailer told me they would give me a refund then change their mind, then they said they would give me a new sofa and then change their mind and now they are not talking to me at all. How unprofessional is that?Also, I attached a photo of the seat cushion cover so you can see for yourself.Just like I asked the retailer, I am now asking ****** Furniture for help resolving this issue. This has been ongoing for over 30 days now. It's time for a resolution, It's time to move on. I do not want any replacement parts at this point. Please issue me a full refund in the amount of $4,410.47 or present me with an acceptable solution.Your help in this matter is highly appreciated.

  Customer Answer

  Date: 07/09/2023

  At this time, I have been contacted directly by 1 Stop Shop Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:

  Please note, my complaint is NOT with 1 Stop Shop Furniture, my complaint is with ************* located at: ************************************************************

  This Retailer basically, told me in so many words that they are retaliating against me because I tried to collect the $4,410.47 for the defective sofa back from my credit card company and even though the Manufacturer stated they would reimburse the Retailer they just don't want to give me a refund because my actions have consequences and that if the Manufacturer wants to give me the refund directly they are free to do so but they will not.  Please let me know if you would like for me to forward the emails from *************.

   Thank you.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture last year, I received the furniture in July of 2022, since I purchased the furniture I have been able to put together because the shipping company took all the hardware for the furniture it's been 7 months and my bedroom furniture has just been sitting. Next issue I ordered a Chaise chair it was never delivered because it's out of stock it's been Months and I still havent received a refund. They refuse to do anything

  Customer Answer

  Date: 04/22/2023

  At this time, I have been contacted directly by 1 Stop Shop Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from 1stopshop end of October and got the delivery end of January with huge delays. When I got the sofa I realized it was too big for my elevator and that it would not fit. When I spoke to the customer service rep after this, she was very kind to offer me an alternative location to ship. I did not have an alternative location back then, so she suggested she will find a supplier that would cut the sofa up so that it would fit my elevator. After couple of weeks I followed up with her if she found a supplier but she told me she is working on so I felt I was in good hands. When I decided to follow up couple weeks ago, this person called **** told me that the only option I had was to accept the refund amount of less than 250. I originally paid around 900 dollars so I thought this was unacceptable. I asked if it could be delivered to another location but she told me once again that option is now gone. She has told me that this is the only option I have as I have not communicated with them for a while, however, in reality I was the one who was waiting for the business to come back with me for options to cut up the sofa so that it would fit the elevator. At this point, I just want a full refund as I do not want to continue communicating with this person. I do not want this type of horrific experience with others so I am bringing this to the wider public.

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a electric reclining sofa set from 1Stop in March of 2021 with the $575 Protection Plan. The furniture was not delivered until June of 2021. In March of 2023, the metal arm on one of the reclining sofa's broke making the furniture useless. I emailed 1Stop to file a request for service on March 6, 2023. After sending pictures, a representative of 1Stop emailed me that the product would not be serviced because the break was normal wear on furniture that was two years. On 3/7/2023, I requested a refund of the useless Protection Plan. ***** from 1Stop called me on 3/8 to explain that they would pro-rate my warranty and only give me an in store credit. I explained that I wanted a full refund and no in store credit. She said there was nothing that she could do. I would like to be 100% refunded for the Protection Plan.

  Customer Answer

  Date: 04/04/2023

  At this time, I have been contacted directly by 1 Stop Shop Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] They agreed to repair the furniture but it still hasnt been done yet. They did send the replacement parts for a service rep to replace. Ive been waiting for about 1.5 weeks for someone to contact me to schedule the repair.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

  Customer Answer

  Date: 05/18/2023

  At this time, I have been contacted directly by 1 Stop Shop Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:

  They sent a replacement part but they couldnt find a service company to install. I last heard from them in April. No resolution.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 20, 2021 I purchased a sectional set from One Stop Bedrooms with that sectional I purchased warranty which was ******. They informed me that with the warranty anything would be repaired no questions asked. In October 2022 I called them cause my couch had a small tear and needed to be repaired. When I contacted them they informed me what I needed to send to them as in pictures, videos etc. I did that, after that it took months of emails and calls to finally get through for them to tell me they dont have a technician in my area to fix if. They should have informed me of that when I purchased the sectional. They sent me the part prior to informing me of the technician not being here. Another month went by they told me I would need to seek out a repair place and to let them know what they would charge. I did that and sent them the quote from a company I found in my area. It was gonna cost me just under $500 to repair my couch. I presented them with the quote and again another month before I hear anything, finally someone reached out to inform me they will not pay for the repairs. They would only refund $200 but it was up to the billing department. Now they are informing they will credit me $200 towards any purchase from them. I wont be purchasing from them since they have been nothing but a headache from day one. All I want is the refund of $200 to my credit card that was used to purchase the furniture so I can be done with this shady company. In total for this entire purchase was $1875.85..

  Customer Answer

  Date: 03/30/2023

  At this time, I have been contacted directly by 1 Stop Shop Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:They still have not told me that they would refund my money back to me or not.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by 1 Stop Shop Furniture regarding complaint ID ********.
  
  Sincerely,
  
  *********************